Difference between revisions of "Customer Service:Hotline-Logging Call into Hotline Incidents"

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(Created page with "==Overview== *Answer incoming calls *Log calls into ASW *Determine the best action needed to get the desired results for your customer ==Hotline Incident== #When the phone ri...")
 
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==Hotline Incident==
  
==Hotline Incident==
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#When the phone rings you must determine who is calling and log the call into Hotline
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#When the phone rings you must determine '''who is calling''' and log the call into '''Hotline
  +
'''
−
#Goto Incident Handling\Work with Incidents\, click 'F6'
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#Goto '''Incident Handling\Work with Incidents\,''' click ''''F6''''
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#Enter Customer number or press 'F4' to locate account
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#Enter '''Customer number''' or press ''''F4'''' to locate account
−
#Enter the Contact (the person you are speaking to)
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#Enter the '''Contact''' (the person you are speaking to)
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#Determine what they are needing and enter the Problem code
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#Determine what they are needing and enter the '''Problem code'''
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#Enter the Resolution code
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#Enter the '''Resolution code'''
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*If you are unsure of the correct code, press 'F4' to bring up a list to select
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*If you are unsure of the correct code, press ''''F4'''' to bring up a list to select
   
 
[[File:hl5.png|500px]]
  
[[File:hl5.png|500px]]
   
  +
==Common Problem Codes==
  +
*GENINV – General Inquiry
  +
*INV – Invoice
  +
*MDC – Medical Device Complaint
  +
*OERROR – Order Error – Picking/ Shipping
  +
*ORDER – Order Inquiry
  +
*ORDERS – Orders
  +
*PE – Picking Error
  +
*RCL – Recall
  +
*REDIT – Re-Directed Cal
  +
*RTN – Return Request from Customer
  +
*RTNARC – Return: Narcotics
  +
*STOCK – Stock Inquiry
  +
  +
==Common Resolution Codes==
  +
  +
[[File:hl6.png|500px]]
  +
  +
[[File:hl10.png|500px]]
  +
  +
==Changing Hotline Status==
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[[File:hl8.png|500px]]
  +
  +
==Changing Hotline Handler==
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[[File:hl9.png|500px]]
  +
 
[[Category:Workflows-Customer Service]]
  
[[Category:Workflows-Customer Service]]
  +
[[Category:Hotline]]

Latest revision as of 17:05, 30 December 2016

Overview

  • Answer incoming calls
  • Log calls into ASW
  • Determine the best action needed to get the desired results for your customer

Hotline Incident

  1. When the phone rings you must determine who is calling and log the call into Hotline

  1. Goto Incident Handling\Work with Incidents\, click 'F6'
  2. Enter Customer number or press 'F4' to locate account
  3. Enter the Contact (the person you are speaking to)
  4. Determine what they are needing and enter the Problem code
  5. Enter the Resolution code
  • If you are unsure of the correct code, press 'F4' to bring up a list to select

hl5.png

Common Problem Codes

  • GENINV – General Inquiry
  • INV – Invoice
  • MDC – Medical Device Complaint
  • OERROR – Order Error – Picking/ Shipping
  • ORDER – Order Inquiry
  • ORDERS – Orders
  • PE – Picking Error
  • RCL – Recall
  • REDIT – Re-Directed Cal
  • RTN – Return Request from Customer
  • RTNARC – Return: Narcotics
  • STOCK – Stock Inquiry

Common Resolution Codes

hl6.png

hl10.png

Changing Hotline Status

hl8.png

Changing Hotline Handler

hl9.png

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